The following is a sample email from a customer service representative to communicate with a customer about changing the delivery method or splitting an order.
Sample
Dear sir / madam,
We are afraid that the order you placed today might not enjoy our free-shipping service, because it weighs XX kg in total, heavier than the required 2 kg. So sorry for the problem.
But we have worked out two possible solutions to the problem. If you still want the free-shipping service, you can re-select all the items, add them to the cart, and then place several orders, instead of one. Make sure that the weight of each order, including the package, is not more than 2 kg. If you do not want to place several orders, we would like to introduce the XXX shipping service, which is available to your current order, low-priced and fast.
Please let us know your final decision. It will be greatly appreciated if you could understand us. Thank you.
Best regards!
(Your Dear Sir/Madam: I am afraid that the order you placed today cannot enjoy our free shipping service because its The total weight is XX kg, which exceeds the stipulated 2kg. We are deeply sorry for this.
But we have designed two feasible solutions. If you still want to enjoy the free shipping service, you can re-select Goods, add to the shopping cart, then place the order in several orders, do not place just one order, and make sure the weight of each order (including packaging) does not exceed 2kg. If you do not want to place several orders, we would like to recommend XXX transport to you This service is suitable for your current order, and it is cheap and fast.
Please tell us your final decision. If you can understand, we will be very grateful. . Thank you for your patronage.
Best wishes!
(Your name)